One of the simplest and most overlooked aspects of being organized is getting your knowledge base articles in order. You have to think about where to put your articles so that your customers can easily locate them, so you must begin with the assumption that everything fits into a category or hierarchy of similar things.
Zoho Desk allows you to organize your articles in the following tree structure: Category > Sections > Sub-sections > Sub-subsection > Articles. That is, you can create a maximum of three hierarchies under a category. However, you cannot have orphan articles in a category if you add a child section underneath it.
The category is a top-level folder in your knowledge base, and it is linked to a department. When you add a new department, it creates its default category and section in your KBase. You can add additional sections underneath the category to further organize your articles.
Besides the default categories, you can add custom categories that are linked to one or more of your departments. Such categories can be added with articles at the root-level or can include a nesting of sections to organize articles as per your needs.
You can edit the default categories that are created for departments for their display picture, description, etc., according to your preference.
You can delete both the default (i.e., created for a department) and custom categories created in your KBase.
To make a category visible in the help center, you must define its visibility in the Zoho Desk interface. The visibility of a category determines the user's access to the articles that are published under a category.
There are five visibility options to choose from:
Categories with a 'none' visibility will be accessible to both registered and non-registered users.
If the none visibility option is selected, the KB articles created under this category will have all the visibility options to pick from the list.
Categories with 'groups' visibility will be accessible only to certain user groups. If the groups visibility option is selected, the KB articles created under this category will be accessible only to the registered users.
If the 'public' visibility option is selected, the KB articles created under this category will have Registered users and All users options to pick from the list.
Categories with 'agent' visibility will be accessible only to the agents of the Desk portal. Agents can access the articles published under this category within the Desk interface.
Categories with 'Custom IP' visibility will be accessible only to the registered users within the given IP addresses. The registered users must visit the help center by logging into their account with the same IP address mentioned in the category. You can specify the desired custom IP addresses separately for which the category must be visible in the IP Addresses field.
Users can add maximum of 700 (including the root category) sections under a category and they can create up to 699 sections within a root category, with a maximum of four hierarchical levels. The sections will help you to group your articles on a common theme. To add a section in Knowledge Base
A new section is added, and the articles that were existing in the category are moved to this section. You can also follow the above steps to add child sections linked to a section. Moreover, you can use the breadcrumb navigation to find your way around the categories and sections in your KBase.
You can edit the sections, child, or parent as and when required in your KBase.
The section will be updated. You can also follow the above steps to edit the child sections linked to a section.
You can also delete the sections added underneath a category.
You can follow the above steps to delete the child sections linked to a parent section. Please keep in mind that you must delete the child sections before you delete its parent.
Reordering your knowledge base folders is important because a casual reader rarely gets to the bottom. You can manually reorder the categories and their respective parent and child sections so that the most relevant and useful topics stay at the top.
You can follow the same steps as above to reorder sections within a category.
Besides, manual reordering, you can leave it for the system to automatically sort and order your categories and sections alphabetically. Here is how you could do it:
The knowledge base folders will be sorted alphabetically from A-Z. Please note that this option applies only to the folders and not to their articles.
You can move the articles in a KBase folder to a different section within a category. For example, let's consider that you have 2 sections namely, Zylker Tablets and Zylker Handhelds. You can move the articles under Zylker Tablets to Zylker Handhelds. In such case, the section Zylker Tablets will be added as a sub-section to Zylker Handhelds and the articles will be moved underneath it.
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